167 results found

1. Improvement with the CX queue voicemail options.

   CX queue voicemail is a major issue. It should work exactly like the EX platform, meaning to attach the voicemail as well as the option to transcribe the voicemail in the emailed message. For our users, having a link to another server which does not work. we have already whitelisted it but when logging in you get no voicemail but a option to log in again. We had to transfer the call to an EX queue, then use that queue to save the voicemail to send to a group email.

   33 votes

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2. RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the JavaScript node. This results in dead air for the caller and no fallback path, which negatively impacts the caller experience and reliability of the IVR workflow.

   Issue:

   JavaScript nodes have no fallback or error handling path.

   If ivr.setConnection() fails or is not reached, the call has nowhere to go.

   This creates workflow dead ends and can increase call abandonment.

   Requested Enhancement:

   Add “Error” routing to JavaScript nodes — similar to other nodes in RCX — so the call can be redirected to a predefined fail-safe branch if the script encounters an error.

   Optionally, add a “Default” routing option to handle scenarios where no explicit connection is set in the script, allowing for smoother recovery from logic gaps or unexpected conditions.

   Example Scenario:
   If ivr.setConnection("sales") fails due to an undefined variable, the call would follow the Error or Default path instead of remaining stuck in the node.

   Benefits:

   Prevents dead air and call abandonment caused by JS errors.

   Allows for more resilient and fault-tolerant IVR workflows.

   Reduces operational impact from coding or runtime errors.

   Improves overall customer experience.

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the… more

   6 votes

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3. Paging in RCX

   Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.

   5 votes

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4. requeue

   Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.

   7 votes

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5. Transcriptions for voicemail email notifications in RingCX

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.
   The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
   The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

   Business Value:

   Improves accessibility and readability of voicemail messages
   Reduces the need to download and listen to voicemail recordings
   Aligns RingCX capabilities with existing RingEX functionality
   Enhances customer experience and operational efficiency

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.… more

   2 votes

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6. Add "call is being recorded" disclaimer for Inbound Queue call back

   Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

   4 votes

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7. RingCX callback in queue

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
   Action:
   Identify the full script of your callback message.
   Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
   In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
   Locate the callback event and upload your new, unified audio file.
   2. Enhance Text-to-Speech Naturalness:

   If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

   Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

   Action:
   Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
   Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
   Test out any newer TTS options to see if they offer a more natural sound.
   Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

   Action:
   Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
   This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
   Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

   Action:
   Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
   In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
   Steps to Implement Changes in RingCX:

   Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
   Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
   Review Queue Events: Click "Queue Events" in the left navigation panel.
   Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
   Update Audio/TTS:
   If using a custom audio file for the entire message: Upload your new audio file in the designated section.
   If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
   Important Considerations:

   Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
   Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
   Documentation: Keep a record of the changes you make for future reference.
   By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

   Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

   Key Issues Identified:

   Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
   Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
   Solutions and Recommendations:

   1. Unify and Improve Voice Consistency:

   Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

   12 votes

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8. Add time based variable to holiday configuration

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

   The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In… more

   60 votes

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9. Inbound Queue Callback - option to record caller's name

   Add the ability to have the caller requesting a callback record their name.

   This is needed for customers that may not have a direct phone number, and only a main company phone number.

   Issue:
   When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they may never get their call returned.

   Add the ability to have the caller requesting a callback record their name.

   This is needed for customers that may not have a direct phone number, and only a main company phone number.

   Issue:
   When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they… more

   14 votes

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10. Simultaneous Ring option for Call Queues/Skill

    It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

    • Provide the possibility of a shorter wait time for callers
    • Avoid caller abandons
    • Help in user data analyzation on who picks up the most/least calls

    15 votes

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11. Optimise "Route to Last Agent" (LCA) for Reduced Wait Times

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

    Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.

    Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.

    Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should… more

    7 votes

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12. The ability modify queue events in RingCx priority in a single queue event.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send it over to the workflow but I cannot do the same when the queue is closed or no agents are available.

    My work around is to send the queue to another separate queue just be able to separate the behaviors.

    One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.

    We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send… more

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    5 votes

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13. Emergency activation for individual locations rather than entire contact centre

    To be able to turn on the emergency function for certain areas of the contact centre rather than the entirety of the CC. So if there are multiple locations and an issue occurred in only one of them, that single location can have the emergency status activated but the other locations can operate as normal rather than it all being turned on for all locations stopping calls going into agents that can accept calls

    2 votes

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14. automatically detect RoboCalls

    Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List

    5 votes

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15. Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX

    Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
    The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.

    3 votes

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16. Warm Transfer Calls From RingEX USers to RingCX Agents

    To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.

    2 votes

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17. We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number

    We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number. For example, we want internal calls to be answered by queue staff between the hours of 7:00 am and 5:00 PM, but we don't want patient's to be able to reach staff through the direct dial number until 8:00 am. Currently, Ring Central doesn't support this feature, but we did have this capability with our previous carrier, Mitel.

    1 vote

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18. Call Parking in RingCX

    Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability to have a longer queue hold time and was told we had to use the CX. We just switched and are still trying to get the CX implemented.

    Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability… more

    15 votes

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19. Able to enter multiple dates and times in a single entry in the RingCX Workflow Studio.

    We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
    Is it possible to update the workflow to close on specific dates and times?
    For example:
    Monday: Closed
    Tuesday: Delayed opening at 11:00 AM ET
    Tuesday: Early closure at 4:00 PM ET
    Wednesday: Delayed opening at 11:00 AM ET
    Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a single entry instead.

    We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
    Is it possible to update the workflow to close on specific dates and times?
    For example:
    Monday: Closed
    Tuesday: Delayed opening at 11:00 AM ET
    Tuesday: Early closure at 4:00 PM ET
    Wednesday: Delayed opening at 11:00 AM ET
    Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a… more

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20. Need the ability to completely disable site to site calling.
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